Abstract:

The study sought to investigate the causes of non-adherence to set quality standards in lodges in
Zimbabwe. Literature relevant to the topic was reviewed and it mainly focused on the obstacles to
effective quality management and standardization in lodges, stakeholder support interventions for quality
management and strategies for the enhancement of quality management. A quantitative and qualitative
approach was employed to solicit opinions and information from Lodge Owners, Managers and
stakeholders such as the Zimbabwe Tourism Authority (ZTA) and the Hospitality Association of
Zimbabwe (HAZ). Using simple random sampling a sample of 99 lodges was extracted from about 115
lodges in Harare. Two key Tourism and Hospitality organizations in Zimbabwe namely ZTA and HAZ
were interviewed.
In the research process the study administered 2 questionnaires; 1 for lodges and the other for
stakeholders. The study established the causes of non-adherence to set quality standards in the lodges’
day to day operations. Amongst other causes, the major ones included the lack of capacity and resources
to maintain quality standards, lack of skills and expertise in lodge owners and support staff, lack of
quality management systems and failure to communicate and link up with Tourism and Hospitality
stakeholders. From the findings, the study recommended amongst other things that lodge owners needed
to establish formal and standardized operational systems and to adopt quality management models and
frameworks that have been found to work internationally. Government together with the Tourism and
Hospitality stakeholders are advised to run training and capacity building programmes, targeting lodge
owners and support staff, in the nature and application of quality management strategies. It is also
recommended that a strategic quality management information exchange platform be established for the
benefit of all stakeholders in the accommodation sector and most importantly the lodges.